An Overall Evaluation of Customer Satisfaction in the Supply Chain

摘要

The satisfaction of ultimate customer can measure with four gross criteria in the supply chain, and can subdivide into ten sub-criteria. Customer satisfaction mainly performs from customer, so there is certain preference as a weight to each criterion. The weight is difficult to focus on one point, but can establish the scope generally. Moreover, the decision maker has certain preference to each criterion according to the supply chain characteristics. In this paper, an overall evaluation of customer satisfaction in the supply chain on condition of the weight scope is researched by multiple criteria decision making theories and statistics.